Help Desk Support (Level II & III)
Core
First point of contact for end-user inquiries, resolving computer, application, system, device, access, and performance issues via emails, tickets, and calls.
Role type
Level II/III Help Desk Support
Builds
User support and incident resolution for subsidiaries including seafood distribution and retail businesses
Domain
IT Support / Help Desk
Deliverable
dashboards & analysis
Required skills
Active Directory administration, Office 365 administration, networking knowledge, system administration basics, ticketing systems, user account management, hardware configuration
Preferred skills
LAN/WAN, ERP (Sage X3), Microsoft Server, VMware, Hyper-V, AWS, Azure, switches
Technologies
AWS, Active Directory, Azure, ERP, Hyper-V, Office 365, Sage, VMware, Cloud
Responsibilities
Respond to user emails, tickets, and calls to resolve technical issues; research and troubleshoot problems using solution databases; guide users through resolutions and prevent recurrences; record incidents and escalate issues; support software and device installations and upgrades; create user profiles and reset passwords; advise users on hardware purchases and configure equipment.
Seniority
Mid-level, moderate supervision